Summary
Faced with these divide et impera tactics, we callers need to act together. Queuing theorists try to design a "good enough" service that cuts down on workers' "idle time" without inducing too much "baulking" or "reneging" (customers deciding not to join a queue if they think it will take too long, or giving up if they get tired of waiting). So we need to baulk and renege more often.
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Extract
Don't Be Patient, Just Hang Up
If your phone call is in a queue, blame Agner Krarup Erlang. Erlang was an engineer for the Copenhagen Telephone Co...
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